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SPARC Senior Service Analyst
1 month ago
About the Position:
This Senior Service Analyst position is focused on providing assistance, education, and support to our clients. It involves ensuring there is a clearly defined process for escalating issues when necessary. Our clients reach out to the SPARC team when they require help or guidance. To resolve inquiries, the path the SPARC takes is much like a 'sandwich';
The top - what is the issue needing resolution?
The middle - What is the cause?
The bottom - Identify a solution to resolve the problem
This position reports to the SPARC Supervisor.
Essential Duties and Responsibilities:
Respond to emails from Operations requesting assistance with Accounting related questions or issues
Answer incoming calls and assist clients
Research and document 'what went wrong'
Strong desk level understanding of workflows to manage own work, support the team, and deliver training to staff
Determine assistance needed and follow the path to resolution
Follow up to make sure end-result is obtained
Work with the Accounting units to ensure that requests are completed
Document the case and assure that fields are completed correctly and timely in the SPARC ticketing system
Duties as otherwise assigned
As the Senior of the team:
Monitor case count of their team and reassign cases as necessary
Develop best practices for the team
Establish regular connection with respective team members for collaboration/discussion and solutions
Mentor, train and answer questions from other team members
Interact with leaders of acquisitions to identify special handling, servicer training needs, etc.
Report any observable trends
Responsible for documenting any special handling processes and any other nuances the team may need to know
Report any workflow or personnel issues to the SPARC Supervisor
Essential Traits and Experience
High School Diploma Required
2+ years of experience in insurance accounting directly related to Premium Payables or Direct Bill
Strong experience in Microsoft Excel
Excellent verbal and written communication skills
Strong Customer Service Skills and enjoy working with people
Understand that teaching someone how to find the answers is more important than just providing the answer
Strong analytical, critical thinking and problem-solving skills
Good eye for detail
Be able to work independently and provide results
Experience in a shared services accounting environment preferred
Insurance brokerage experience preferred
Work well with a remote team
Other:
Position is hybrid
Must have an efficient and quiet workspace in your home
Must be available to take calls when in the office and at home
Preferred candidate will live within driving distance of a SPG office
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